The race to be more digital
The core element of modern business is a race to be more digital -- the term is [...]
Call and contact center metrics that matter
Data is the new oil We keep hearing that and saying that in business circles. The biggest [...]
Content Moderation Trends for 2021
Content moderation became a huge topic in the early days of 2021, especially around social platforms (i.e. [...]
The rise of the on-demand economy and what it means for outsourcing
Back in 2015, The Wall Street Journal did a nice deep dive on “the on-demand economy,” which essentially refers to companies like [...]
Some of Conectys’ 2020 accomplishments
The big focal point of the year, in both society and business, was obviously COVID. In order [...]
Is there a disconnect around customer experience?
“The mystery” of customer experience Good post on customer experience mystery at Customer Think recently, citing some of these [...]
Four ways that contact centers are changing in 2021 and beyond
We started this sequence last week with a post on the connotations of “contact center” vs. “call center” and the [...]
Bring the call center into the future
Does the term “call center” have a negative connotation? In many ways, absolutely. Customers think of call [...]
The BPO market might grow $76B between 2020 and 2024
That’s based on findings and research from Technavio (full report available for download here). The $76B USD [...]
The seven parts of digital transformation: An introduction
So what exactly is digital transformation? In the most general sense, “digital transformation” means that you incorporate [...]